Customer Care Manager

Company Description

Founded in 2001, family owned and operated AireSpring is a leading Provider of Cloud Communications, Managed Connectivity and Managed Security which has earned its stellar reputation by taking service and support to the next level, delivering an award-winning customer experience that far exceeds the industry standards. AireSpring has delivered 20 years of outstanding service to its rapidly rising base of national and global customers, while growing organically and remaining debt free.

As the trusted provider to over 22,000 enterprise locations worldwide, our mission is to help our clients connect and communicate easily. We aim to delight our customers and partners by providing personalized, outstanding service.

The company has built a solid reputation of integrity, reliability and dependability with its channel partners, end-user customers and technology partners.

We have received more than 100 coveted industry awards including "Product of the Year- SD-WAN and UCaaS", "Excellence in Customer Service", "Unified Communications Excellence", "Best in Show," "Best Telecom Deal" and "Top Channel Program".

Job Description

We are seeking a highly skilled Care Manager – Service Assurance to lead and oversee all aspects of our customer service operations. This role requires a hands-on leader with BPO experience, call center expertise, and strong managerial skills to drive service excellence and operational efficiency.

Key Responsibilities

• Customer Service Management: Oversee all customer service functions, ensuring high-quality service delivery.
• Call Center Operations: Manage inbound and outbound call operations, ensuring optimal performance in line with key metrics such as Average Talk Time (ATT) and Average Time to Pick Up (ATPU).
• Service Management: Monitor and improve customer interactions through IVR/ACD systems, ensuring an efficient call flow.
• Billing & Analytics: Supervise billing operations, analyze trends, and optimize service processes.
• Team Leadership: Directly manage a team of 10 or more customer service professionals, providing mentorship and performance management.
• Scheduling & Time Management: Develop and maintain efficient schedules, ensuring coverage, non-overlapping shifts, and vacation management.
• Performance Metrics & Reporting: Track and analyze call center statistics to optimize team performance.
• Keeping in security requirements as needed to maintain SOC2

Qualifications

Qualifications & Experience

• 4-5 years of managerial experience in a BPO/customer service environment
• Strong background in customer service, billing, and service management
• In-depth knowledge of call center operations, including IVR/ACD systems
• Experience managing inbound and outbound call teams
• Ability to track and analyze key performance indicators such as ATT, ATPU, and other call center metrics
• Excellent people management skills, including scheduling, time management, and vacation planning
• Proficiency in billing analytics and process improvement

Additional Information

All your information will be kept confidential according to EEO guidelines.